Call Us Book Now

Cancellation & Refund Policy

Last updated: July 14, 2026. Clear, transparent terms for booking modifications and cancellations.

At TourlyTransfer, we understand that travel plans can change. We aim to provide maximum flexibility to our clients while ensuring our chauffeur operations remain structured and reliable. Below are the terms governing booking cancellations, modifications, and refunds.

1. Cancellation Timeframes & Fees

Our cancellation policy is structured based on the type of service booked:

A. Airport Transfers & Point-to-Point Rides

  • Free Cancellation: Up to 12 hours prior to the scheduled pickup time. A full refund will be processed back to your original payment method.
  • Late Cancellation: If cancelled less than 12 hours prior to the pickup time, a 100% cancellation fee (the full booking price) applies.

B. Hourly Chauffeur Bookings & Private Day Excursions

  • Free Cancellation: Up to 24 hours prior to the scheduled pickup/departure time. A full refund will be issued.
  • Late Cancellation: If cancelled less than 24 hours prior to the scheduled departure time, a 100% cancellation fee applies.

2. Flight Delays & Waiting Times

We do not charge cancellation fees or additional waiting fees for flight delays. We monitor all incoming flights to Vienna International Airport (VIE) in real-time:

  • Airport Pickups: Includes up to 60 minutes of complimentary waiting time from the moment your flight actually lands.
  • Non-Airport Pickups: Includes up to 15 minutes of complimentary waiting time at your hotel or pickup address.
  • If you experience delays inside baggage claim or passport control, please contact your chauffeur or dispatch office immediately to avoid a "no-show" determination.

3. No-Show Policy

A booking is considered a "no-show" if the passenger fails to appear at the designated pickup location within 60 minutes (for airport pickups) or 30 minutes (for point-to-point and hourly pickups) without notifying us. No-shows are charged at the full booking rate (100%).

4. Booking Modifications

You may request modifications (e.g. changing pickup time, vehicle class, or pickup address) free of charge up to 12 hours prior to the trip. While we always attempt to accommodate last-minute changes, modifications requested less than 12 hours prior are subject to vehicle and chauffeur availability.

5. How to Cancel or Modify a Booking

All cancellation and modification requests must be submitted directly through our official communication channels:

6. Refund Processing

Approved refunds are processed immediately back to the card or payment account used during booking. Depending on your financial institution, please allow 5 to 10 business days for the refunded credit to appear on your bank statement.

Disclaimer: This policy is a template drafted for informational purposes to outline TourlyTransfer compliance structures. You should consult a qualified legal attorney licensed in Austria to review specific requirements and operational parameters unique to your passenger transit structures.